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Business Profile

Parking Facilities

Diamond Parking Services, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Parking Facilities.

Complaints

This profile includes complaints for Diamond Parking Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Diamond Parking Services, LLC has 39 locations, listed below.

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    Customer Complaints Summary

    • 522 total complaints in the last 3 years.
    • 138 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint type

    • Initial Complaint

      Date:08/15/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      What a GREAT SCAM Diamond runs!These guys have deliberately set themselves up to allow customers to pay via the very popular PayByPhone App that is used all over *******, but refuse to actually check for payment via the service.So you will pay to park and then they will slap you with a massive ticket 3 to 10 times the price.They then "allow" you to dispute via their system, and even HAVE an option to say you used PayByPhone, and want two documents (a receipt AND a bank statement... but very conveniently they only allow you to attach ONE document and only allow you to make ONE dispute via their system.Even after paying them their scam money you can access the ** code in ticket to see their system.They have set things up to do their best to stonewall people who use the PayByPhone app until they can double their "fine", as proven by other complaints made on this site, and refuse to respond until someone makes a big enough fuss.Either use the service you ADVERTISE FOR on your parking space or take the signs DOWN you disingenuous predators.You obviously care enough about the BBB for issues to be marked as resolved on here, so I will dispute you on my own terms, rather than your own.

      Business Response

      Date: 08/24/2023

      See attached.

    • Initial Complaint

      Date:08/15/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The date and time as per receipt and ticket issued. I am writing on behalf of my wife ********. I am on the insurance on this vehicle. I was driving when the ticket was issued. I parked in ******** took a call because there was no cell service in the carpark. Returned to car to find a ticket after the call within the hr period time limit. All documentation attached for your assessment.

      Business Response

      Date: 08/21/2023

      Hello,


      Please be advised I have reviewed your appeal and provided documentation and have cancelled this notice.  Thank you.  Have a great day!

      Regards,


      ***********************
      MANAGER PARKING SERVICES ******

    • Initial Complaint

      Date:08/14/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ******** - this company charged us for a parking ticket on a plate we didnt have possession of at the time of ticket. These are scammers that need to be stopped. ICBC records show the plate was obtained July 7th.

      Business Response

      Date: 08/21/2023

      Hi,

      I am sorry to hear about your frustrations and experience with us.  Our goal with any customer, is to provide the reason the notice was issued, find a mutual resolution and to prevent it from happening again in the future.
      This day a notice was issued to a vehicle for violation of the parking rules.  When the patroller was entering the details into his handheld unit he made an error in the letter of the plate and placed on windshield of their vehicle.  They didnt not reach out regarding the ticket and this resulted in your license plate being sent to ICBC and you receiving the letter in the mail erroneously.  After reviewing the notices on file I see you did understandingly call in upset after receiving the letter, and the agent explained the error and it was cancelled immediately.  The continued calls from you after the cancellation,however, yelling at our agents were not necessary.  We have spoken with our patroller for coaching to help awareness ongoing.  Again, this notice has being cancelled against your plate and we apologize for the inconvenience this has caused you. Have a great day!



      Regards,


      ***********************
      MANAGER PARKING SERVICES ******

    • Initial Complaint

      Date:08/14/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Due to the non-functioning meter of Black Diamond Parking Ltd., I have twice been unfairly ticketed at Lot #CE48, **************** (************, Edm. site). Methods of paying for parking are: by QR Code/Cell Phone in outside lot (I don't have a cell) - or: a machine in ************ Lobby. Both times I tried to use the machine in Lobby, and both times my credit cards were denied. I followed procedure dictated by Black Diamond Parking by completing my online dispute form on their website. They emailed me re first dispute and reduced amount by $ 20. (I paid the balance of $60 online). I've had four appointments at ************ in last two weeks. Ticket described above was my first appointment. Appointments 2 and 3, I found free parking on a side street and walked to clinic. Appt. #4 - today Aug 11/23) I couldn't find street parking, was forced to use the parking lot again. Hoped machine was fixed. NOT! it declined my credit cards again. I talked to ************ clerk in ************* Not their problem she said. Said they have had many, many complaints. Told me to call Black Diamond Parking, *************) which I did, and which of course is totally automated...no human being to talk to. I've filed another dispute notice on line for today's ticket. I've written twice to **************** with my concerns. I am a 76 yr old disabled senior with mobility problems. Walking six blocks is torture for me! I am quite willing to pay for my parking. What they are doing here is UNETHICAL. How much money are they making from clinic patients this way? 1st ticket was #******** Aug 1/23 for $80 - disputed/paid $60. 2nd ticket is #******** Aug 11/23 for $80. (I filed dispute notice today). Can you help me resolve this matter? Thanks, *******************

      Business Response

      Date: 08/28/2023

      Hello,


      Please note the machine chip readers you must leave the card inserted the whole time until the machine says to pull it out, otherwise you will get a declined error.  Also, the staff at each reception desk have a QR code and will walk patients through the setup and payment if they say they are having issues. Furthermore, there are 4 other options to pay for parking at this facility if you are having an issue with one.  Our Customer ********************** Agents are available Mon-Fri between 7:30am-5pm PST for assistance when option is pressed during automated recording.  As a one-time courtesy the ticket was reduced to the parking rate.  Thank you!


      Regards,


      ***********************
      MANAGER PARKING SERVICES ******

      Customer Answer

      Date: 09/01/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,
      *******************

      Dear BBB,

      I couldn't figure out how to attach my file to my response to the Black Diamond Parking representative.

      THEY SAID: Please note the machine chip readers you must leave the card inserted the whole time until the machine says to pull it out,otherwise you will get a declined error.

      MY COMMENT:
      Please note that I was religious every time (on two separate occasions)  in not taking the cards out the whole time until the machine said to pull it out !!
      Also on each visit, the person before me and the person after me also had issues and had to go to the receptionists office.


      THEY SAID:
      Also, the staff at each reception desk have a QR code and will walk patients through the setup and payment if they say they are having issues.
      MY COMMENT:
      Please also note that the receptionist in **************** ***************** did not provide a QR Code or even mention  such a thing, nor did they offer to walk me through the set up and payment when I was having issues.  Instead, she told me to call Black Diamond Parking in ******** (which was merely an automated response line).   She also indicated that they were having so many complaints they were conducting a search for a new parking company.

      THEY SAID:
      Furthermore, there are 4 other options to pay for parking at this facility if you are having an issue with one.  Our Customer ********************** Agents are available Mon-Fri between 7:30am-5pm PST for assistance when option is pressed during automated recording.  As a one-time courtesy the ticket was reduced to the parking rate.  Thank you!

      MY COMMENT:
      You have your position, and I have mine.  I am grateful my second ticket was reduced,however I consider Black Diamond Parkings business practices unacceptable.
      --*******************

      THEIR REPRESENTATIVE:
      *********************** -  MANAGER PARKING SERVICES ******

      BBB - In short, I'm happy they reduced the 2nd ticket - but not happy with their business practices.

    • Initial Complaint

      Date:08/14/2023

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On August 3rd, 2023, I parked at a Diamond Parking Lot in Capitol Hill, *******. I paid for this lot using the paybyphone app method that was clearly stated on the sign in the lot right by all the other methods of collection. I paid for 1 hour from 5 pm to 6 pm and then added another 45 minutes of time via the app because I was running out of time. I did this well in advance of 6 pm because I knew I would've run out of time. I paid $8.75 total for the ticket for 1 hour and 45 minutes in the lot. Despite all this, I was ticketed by the company at 5:21 pm for "no advanced payment" and was ticketed the amount of $65.50. I filed a dispute with the company via email and was told they could not void it because I apparently "paid the city and not Diamond parking services". This did not make any sense to me because you can not choose who to pay the parking to on the paybyphone app. I sent in all of the required proof of payment and everything to them and still am being forced to pay for something I already paid for. This is quite frustrating and I do not see how this is still needs to be paid even though I paid for parking on that day. Support is not very helpful either in their explanation of why I still need to pay anything. The reference number for this ticket is #**********

      Business Response

      Date: 08/15/2023

      Thank you for contacting us regarding the dispute with your parking notice. We value your patience and the chance to address your concerns.

      We acknowledge the confusion during your initial inquiry and have since adjusted the parking notice to reflect the daily rate. It's important to note that for a refund, you should approach the ***************.As you were parked at the Diamond Parking lot, we kindly requested payment for the parking rate alone.

      Moving forward, we kindly ask for your cooperation in adhering to the correct signage when making payments.

      If you have any further questions or concerns, please don't hesitate to reach out. We're here to assist you and provide any necessary help.

      Best Regards,

      ***************************;| Area Manager ******* Self-Park 
      DIAMOND PARKING SERVICE

      Customer Answer

      Date: 08/25/2023

       
      Complaint: 20464837

      I am rejecting this response because:
      The notice on Diamond Parking Services site says that I have to pay *****. The notice before I submitted this complaint was reduced to $11 (see attachment). There should be no late fees added as the dispute and complaint were made before the deadline. This makes no sense as to why I am now being charged more than I was before this complaint. Additionally, I have attached proof in my previous complaint that the signage for pay-by-phone is in the Diamond Parking lot and does not specify anywhere that it is to the city and not diamond parking. You say that you want us to adhere to correct signage, yet that was the only signage in the parking lot. If you want people to adhere, there should be clear signage implemented to prevent this from happening again. From other complaints made to BBB, it is clear that this is a common issue. It seems as if signs are intentionally made confusing. The sign that I used to pay was directly in front of my car and so it is entirely reasonable to assume that is the proper way to pay when no other signage is present. It is not fair to be fined for confusing signage that is a reoccurring issue Diamond Parking has refused to address. 
      Sincerely,

      ***********************

    • Initial Complaint

      Date:08/13/2023

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They gave me tickect for parking that I paid for have reciept for the checker put my plate number wrong on ticket and I attached proof I paid and under correct license plate number it's one letter off they put f and its a g I also can provide pic of lic plate or registration doc.i can't speak with anyone no hours operation given i emailed them I also emailed copy plate number but won't let me upload all paid receipts

      Business Response

      Date: 08/14/2023

      Hello,

       Our goal with any customer, is to provide the reason the notice was issued, find a mutual resolution and to prevent it from happening again in the future. We need a little more information in order to research this complaint further. Can you please provide the notice number and any other information you feel is valid to the appeal of this notice?  The plate on your receipt does not bring ** a record in our system. You can send it to me directly at **************************************** .As soon as this is received, I can review your specific appeal.   Thank you.  

      Customer Answer

      Date: 08/21/2023

      The company reached out to me and voided the ticket sent me email confirming with a zero owed now this can be resolved thank you 

    • Initial Complaint

      Date:08/12/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Parking ticket.No signage posted. Homeless people parking on same property. after returning to my vehicle, I found a ticket on my windshield. I walked around and found some sandwich boards on their side leaning against a loading dock. No where in sight for the public to acknowledge.

      Business Response

      Date: 08/14/2023

      Hello,

       Our goal with any customer, is to provide the reason the notice was issued, find a mutual resolution and to prevent it from happening again in the future. We need a little more information in order to research this complaint further. Can you please provide the notice number and any other information you feel is valid to the appeal of this notice? You can send it to me directly at **************************************** .As soon as this is received, I can review your specific appeal.   Thank you.  

      Customer Answer

      Date: 08/14/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *********************

    • Initial Complaint

      Date:08/11/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 8/2/23 at 5:50 PM, I parked in the Diamond lot next to the ******* 10 theaters (lot code WU10 - 45th and 9th) and paid via PayByPhone. Upon returning to the car, I had a ticket from Diamond for $62.50 that was issued at 5:52 claiming that no payment was made. Clearly the lot attendant could have checked for electronic payment before issuing the ticket. I was then forced to dispute the claim on the Diamond website by submitting proof from PayByPhone, as well as a redacted bank statement to verify payment. I wasted time correcting something that did not require correction. This is a boldly unethical business practice designed to extract undue fees from customers who ignore or fail to dispute the false charges. Burden of proof of payment is placed on the customer, when ********************** already possesses proof through the PayByPhone system.

      Business Response

      Date: 08/15/2023

      See Attached.

    • Initial Complaint

      Date:08/10/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received a letter dated July 18, 2023 saying I had parked in the ******* parking lot on ************ in ********* **, and left the parking lot. They claim a Payment notice #******** was left on my car. There was nothing on my car when I returned to it ***** minutes later.. I shopped at the store that owns the parking lot but did not keep the receipt and I paid with cash. I have asked for proof, such as a photo, that the Payment Notice was left on my car. They have not provided one. All they have given is a photo of my car which could have been taken on any number of times that I have shopped at *******. If they could take a photo of my car, why not with the Payment Notice on it to prove it was there? Their employee says I left the parking lot. I walked out the driveway from Davie and up ***** to the ******* entrance. They claim I did not, but have no proof.

      Business Response

      Date: 08/15/2023

      Hello,

      This location is private property and has the parking rules posted.  It is to be monitored at the request of the property manager, and Diamond Parking is provided a list of specific rules and is contracted to enforce by ticketing and/or towing based on the challenges the location faces due to unauthorized use.  I have reviewed your ticket and see it was issued for unauthorized parking as you were parked in a stall reserved only for ********  We are contracted to issue a ticket to anyone seen leaving the facility without your vehicle.  The patroller witness the occupant leave towards the BC liquor store.  Standard practice does not include taking photos/video of persons directly as his eye witness is sufficient, however, it does include leaving a notice on the windshield with photo evidence to show. This was not seen so I can cancelled as a courtesy despite of the eye witness and lack of receipt from ******** Please be sure to adhere to posted sign regulations ongoing.  Thank you


      Regards,


      ***********************
      MANAGER PARKING SERVICES ******

    • Initial Complaint

      Date:08/10/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received a letter dated July 18, 2023 saying I had parked and left the parking lot and a Payment notice #******** was left on my car in the ******* parking lot on ************ in ********* **. There was nothing on my car when I returned to it ***** minutes later. I shopped at the store that owns the parking lot but did not keep the receipt and I paid with cash. I have asked for proof that the Payment Notice was left on my car. They have not provided one. All they have given is a photo of my car which could have been taken on any number of times that I have shopped at *******. If they could take a photo of my car, why not with the Payment Notice on it to prove it was there? Their employee says I left the parking lot. I walked out the driveway from Davie and up ***** to the ******* entrance. They claim I did not, but have no proof.

      Business Response

      Date: 08/14/2023

      Hello,

      This location is private property and has the parking rules posted.  It is to be monitored at the request of the property manager, and Diamond Parking is provided a list of specific rules and is contracted to enforce by ticketing and/or towing based on the challenges the location faces due to unauthorized use.  I have reviewed your ticket and see it was issued for unauthorized parking as you were parked in a stall reserved only for ********  We are contracted to issue a ticket to anyone seen leaving the facility without your vehicle.  The patroller witness the occupant leave towards the BC liquor store.  Standard practice does not include taking photos/video of persons directly as his eye witness is sufficient, however, it does include leaving a notice on the windshield with photo evidence to show. This was not seen so I can cancelled as a courtesy despite of the eye witness and lack of receipt from ******** Please be sure to adhere to posted sign regulations ongoing.  Thank you

      Regards,


      ***********************
      MANAGER PARKING SERVICES ******

    Diamond Parking Services, LLC is NOT a BBB Accredited Business.

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